Synthesizing moderate upscale restaurant patrons' dining experiences. Issue 3 (11th June 2018)

• Record Type: Journal Article
• Authors: Clemes, Michael Daniel; Mohi, Zurinawati; Li, Xuedong; Hu, Baiding
• Is Part Of: Asia Pacific journal of marketing and logistics. Volume 30:Issue 3(2018)
• Page Start: 627
• Page End: 651
• Publication Date: 2018-06-11
• Subjects: Structural equation modelling -- Behavioural intentions -- Comprehensive hierarchical modelling -- Moderate upscale restaurants; Marketing -- Asia -- Periodicals; Marketing -- Pacific Area -- Periodicals; Business logistics -- Asia -- Periodicals; Business logistics -- Pacific Area -- Periodicals; Consumer behavior -- Asia -- Periodicals; Consumer behavior -- Pacific Area -- Periodicals; 381.095
• DOI: 10.1108/APJML-06-2017-0115
• Languages: English
• ISSNs: 1355-5855

Abstract

Abstract : Purpose: The purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis. Design/methodology/approach: The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equations. Findings: Service quality, customer satisfaction and restaurant image all have a strong, positive impact on the behavioural intentions of moderate upscale restaurant patrons. Service quality, perceived value and restaurant image are also important determinants of customer satisfaction. Behavioural intentions to re-patronise a restaurant and recommend it to friends are influenced more strongly by restaurant image than by customer satisfaction. Three primary dimensions and ten pertaining sub-dimensions are modelled in the third order conceptualisation of service quality. The primary and sub-dimensions also vary in importance amongst the customers in the sampling frame. Originality/value: This is the first empirical research that develops and tests a comprehensive hierarchical model for moderate upscale restaurants to provide a complete and integrative analysis of a service setting. The interrelationships among service quality, customer satisfaction, perceived value restaurant image and behavioural intentions are assessed. A third order conceptualisations of service quality is also included in the modelling framework.